Supervisor, Customer Service

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range:

$49,700.00 - $81,650.00

POSITION SUMMARY

The responsibilities of this position are to support, monitor, and coordinate the workflow for the Customer Service Order Processing and/or Order Management Group.  This position will also be responsible for implementing strategic goals and ensuring the compliance of department and company policies along with reviewing processes and procedures to increase efficiency.  This position will require working with other groups in the organization to implement and train employees in new and updated changes that are put in place.  Assist in implementing and monitoring larger AX projects to ensure new department requirements and processes are being met.  Perform daily maintenance on accounts for customers as needed and work with other members of the CS Leadership Team as required. 

Perform additional duties as assigned.

ESSENTIAL FUNCTIONS

• Monitors overall daily workload to ensure department relations, processes, and goals are met. 
• Coordinates and directs customer service duties as needed so that orders are processed effectively and efficiently throughout the day.  Evaluates workflow processes, trouble shoots issues to develop process systems to accomplish department and company goals.
• Supervises, recruits, hires, trains, and completes evaluations of Customer Service Reps.  Identifies ways to develop and train high performing personnel.  Documents information and discussions for correction and retraining to improve performance and then continue documentation for possible disciplinary actions and personnel files.
• As necessary, communicate with customers by phone and email.  Is willing and able to enter orders into AX, both domestic and international.  Provides information to customers on inquiries.  Is the point person for any escalated questions, issues, and processes for both domestic and international, working with the other department leaders as necessary.
• Looks into non routine situations and finds solutions on issues within AX for Customers, Management, and Customer Service. 
• Monitors for unconfirmed and unshipped orders and understands how to work with the online order system to resolve issues.
• Evaluates effectiveness and efficiencies and develops and offers suggestions to increase productivity in all areas of responsibility.
• Runs miscellaneous reports for self and management as needed, to assist with making decisions within the department.
• Follows company policies and practices as outlined in the Handbook and follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance with the job.
• Performs additional duties as assigned.

JOB SPECIFICATIONS

Education and Experience:

This position requires 4 - 6 years of relevant customer service and/or sales experience.  Previous supervisory experience and leadership skills necessary.  Solid attention to detail and the ability to work with diverse work groups is essential for success in this position.  Must be proficient in Microsoft Word and Excel.  Excellent communication skills, both written and verbal.  Must be able to work in a fast-paced environment.

JOB SPECIFICATIONS (continued)

Knowledge, Skills, and Abilities:

• Knowledge of the systems, products, and services of the company.
• Knowledge of and ability to use personal computers and related software such as Microsoft Office Word, Excel, email, and website applications.
• Knowledge of safety and company rules and policies.
• Proficient in planning, organization, time management, and multi-tasking skills. 
• Excellent verbal and written communication skills including technical writing skills.
• Skills in problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action.
• Ability to build long-term relationships with external customers.
• Skill in establishing effective interpersonal relationships such as the ability to solicit key ideas and information. 
• Ability to complete a variety of tasks independently and efficiently in accordance with established deadlines.
• Ability to make effective decisions and execute an appropriate course of action considering all relevant variables.
• Ability to manage staff and foster a positive work environment.
• Ability to provide organizational leadership by establishing, articulating and modeling the visio